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You Are Here: Homepage > Delivery & Returns
1 - Delivery
Once your order has been processed delivery is usally within 5 days. We would like to make all our customer aware our delivery agent will only deliver your order to the curbside only. The customer is responsible for the product(s) being transported to their final destination.
Should delivery be estimated to take longer than 5 days our customer services department will inform you of the delay.
2 - Returns
Returns will only be accepted within 14 days of purchase. All returned goods must be in a re-saleable condition and match current batch. Any product that has been sealed will not be accepted for return. Refunds on special orders will not be given. Please ensure you read our General Considerations section below before purchasing natural products.
Before returning any product(s) to us please call and notify us so your return can be processed accurately and efficiently.
3 - General Considerations
The following points apply to the proper and satisfactory installation of natural materials and apply regardless of the material chosen.
- Natural products can and will vary in shade and texture. It is essential that materials be carefully examined for colour, texture, size and variation of thickness prior to installation. Care should be taken to ensure a satisfactory mix of colour, shade variation and natural pattern prior to fixing to provide an aesthetically pleasing end result.
- Some tiles are packed in wet conditions. Drying will occur quickly after unpacking and examination. Tiles will lighten as they dry.
- Natural tiles will come with some imperfections and these should not be viewed as defects. For example some limestone and marbles will show fossil markings, these can appear as shells or darker patches. Slates will vary enormously in colour. Some terracotta will not be flat or square, and may be chipped and have 'salt pops' which are small calcium deposits within the clay and close to the surface.
- Wastage factor of up to 10% should be allowed. This caters for minor transit damage, aids the selection process and enables perimeter and other cuttin waste. Tiles with unsightly marks can be used as cuts.
- All natural tiles need to be sealed. Most floor coverings also benefit from colour enhancement through the application of waxes or chemical colour enhancers.
- The installation process is critical. We would always recommend installation by a professional tile fixer, and one who is familiar with the various products and techniques employed to seal, finish and properyl realise the beauty of natural materials.
With reference to the points raised above, please check your tiles thoroughly as Direct Stone Importers will not accept claims once tiles are fixed.
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All prices exclude VAT. Errors and omissions excluded.
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